Customer Service Call Center

BELINDA GREENJONES

**********@*****.*** / 480-***-****

Phoenix, AZ 85021

SUMMARY

Seasoned customer service professional competent in organizing workload, dispatching orders, and resolving customer concerns. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. SKILLS

Microsoft Office expertise

Sales expertise

Call Center Operations

Clerical support

Schedule mastery

Adaptive team player

Problem-solving abilities

Courteous demeanor

Customer relations

EXPERIENCE

Customer Service Representative / Managed Staffing - Addison, TX 12/2019 - 04/2020 Asked probing questions to determine service needs and accurately input information into electronic systems. Assessed customer needs and upsold products and services to maximize sales. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Created and implemented process improvements to reduce workloads and bolster callback efficiency. Answered customer questions and addressed concerns, resulting in reduction in complaint calls. Made outbound calls to obtain account information. Fielded customer complaints and queries, fast-tracking them for problem resolution. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Documented conversations with customers to track requests, problems and solutions. Call Center Representative / Mayo Clinic - Phoenix, AZ 11/2015 - 07/2019 Ambassador of practice serving as liaison to patients, internal and external referring physicians and allied health staff.

Handled a high volume of telephone calls.

Appropriately responding to patient inquiries and physician requests. Handled refill requests and routed patient concerns appropriately using excellent oral and written communication skills.

Phlebotomist / Clinical Pathology Laboratories, Inc. - Houston, Texas 03/2015 - 10/2015 Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.

Verified quality of specimens by centrifuging specimens for logistics courier to pickup. Coordinated workflow based on stat, schedule, or outpatient needs. Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture. BG

Enforced infection control and sharps disposal procedures to protect patients, co-workers and self. Labeled blood vials with critical information like time of collection, date and patient name. Built trust and minimized patient discomfort during phlebotomy procedures. Maintained fully-stocked phlebotomy cart, carrier and station. Prepared blood-collecting equipment to draw blood and safely store and transport samples. Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws. PCA/Unit Secretary / Methodist Healthcare - Houston, Texas 07/2012 - 12/2014 Assisted nursing staff with diverse care needs of post partum patients. Monitored, measured and documented patients' vital signs. Assisted doctors, nurses and support staff with preparation for and conducting patient procedures. Coordinated patient care needs with healthcare team and delivered compassionate assistance with activities of daily living.

Recorded observations and baseline measurements to maintain accurate medical records. Monitored and charted fluid intake and output to stay current on patient conditions. Collected and labeled ordered tests and sent prepared specimens to laboratory for processing. Obtained patient vital signs and reported results to staff nurse or physician to note changes from prior measurements.

Responded promptly to patient call lights to provide physical and emotional support. Administered personal nursing assistance in pre- and post-operative situations. Phlebotomist / Memorial Hermann Hospital - Houston, Texas 12/2010 - 01/2012 Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.

Verified quality of specimens by centrifuging specimens for logistics courier to pickup. Coordinated workflow based on stat, schedule, or outpatient needs. Conducted bleeding time tests and updated results into paper or electronic charts. Built trust and minimized patient discomfort during phlebotomy procedures through communication and customer service skills.

Maintained fully-stocked phlebotomy cart, carrier and station. Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws. Verified collection orders and communicated discrepancies to nurses. EDUCATION AND TRAINING

Kansas State University - Manhattan, KS 12/1974

Bachelor of Science: Pre-Nursing / Journalism

Phoenix College - Phoenix, AZ

Some College (No Degree): Phlebotomy

Completed professional development by acquiring National Certification by American Society of Clinical Pathologists (2009 - 2013)

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